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Question

Stages for the Customer Journey

  • May 8, 2025
  • 2 replies
  • 66 views
Britt_Chy

How did you configure lifecycle Stages? I am looking to stand Stages up for the CX org I support. We are starting from scratch & I am curious to hear what other stages folks have implemented. Please share your feedback on any or all of the questions below:

  • How did you label each Stage
  • What criteria/datapoints did you apply respectively
  • Do you have different logic for Stages by segment or tier? 

Thank you !

Britt

daizikovitz

2 replies

Jef Vanlaer
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  • Jef Vanlaer
  • Helper ⭐️⭐️
  • May 9, 2025

Happy to provide some context on our way of working with respect to Stages:

  • Our Stages are:
    • Implementation (covering installation and configuration)
    • Onboarding (covering initial training and use case work)
    • Adoption (further embedding our software into the customer’s daily workflows)
    • Value (building onto and extending the already achieved value)
  • All Stages have their own Playbooks, which end with a health check. Once all actions are completed and the health check is passed (which means the goals of the Stage are reached), the customer is ready to move to the next Stage.
  • There is a slight difference by Segment as the Adoption Stage only applies to our Strategic segment. Core/Digital customers go directly from Onboarding into the Value Stage.
romihache
Britt_Chy
daizikovitz
Britt_Chy
  • Britt_Chy
  • Author
  • Helper ⭐️
  • May 9, 2025

Thank you so much Jef! I have been thinking along these lines, good to know it’s working for you!!

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